Complaints

This profile includes complaints for Davis Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Davis Automotive Group

  6135 Kruse Dr Solon, OH 44139-2375

• 

  Davis Automotive Group

  6137 Kruse Dr Solon, OH 44139-2375

• 

  Davis Automotive Group

  6133 Kruse Dr Solon, OH 44139-2375

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from Mercedes Benz of North Olmsted November of 2022. I have not had this car a full year yet before i started having issues. I purchased an extended warranty so that my car is covered for any repairs. I had my vehicle towed to Mercedes on Aug 9th only for them to tell me Aug11th they can't fix it because they don't have a mechanic that fixes Jaguars they suggested that I tow it to a Jaguar dealer, I then towed it to Jaguar of Solon on Aug14 they didn't get to me until Aug 17th they said the problem was the Telematic module part# T2H18589 my warranty covers it however the part is on back order. They allowed me to think for 4 weeks that the part was coming, and it was just on back order, I called Jaguar of WestSide and had them look up the part they told me that part is no longer available the manufacture no longer produces the part. I said well Solon Jaguar said its just on back order what's the likelihood of me getting this part he said never because no one is making it anymore, I contacted several other dealers just to get a second opinion and they said the same thing. I went back to Jaguar of Solon and said why did you have me thinking it was just on back order, they then admitted it could take months to years to obtain a part if ever and they refuse to use a used part because once they are programmed to a specific vin they will not re-write and there are no returns on the used PCMS. Im paying on a car loan for a car that does not work. I went back to Mercedes for some sort of resolve they basically said we can't help you. I have not had the car a year, Fed Law says that a Manufacture has to produce parts for 10 years. Today I get a letter from Mercedes Benz that they got from Jaguar stating JLR is still trying to find a supplier and they expect another Update Oct 28th. Mercedes keeps saying that Jaguar should be the dealer who supplies a Loaner. I think that is a fair resolve if they really think they will eventually be able to get the part.

  Business Response

  Date: 09/25/2023

  On Wednesday, August 16th we received a call from ******* **** that she took her vehicle to her selling dealer, Mercedes Benz of North Olmsted, who towed it to us without any notice or warning since they couldn’t fix the issue.
  On Friday, August 18th we advised Ms. **** the concern was a TCU (Technical Control Unit). Upon ordering said part, we discovered this part was posted as backordered with no eta.
  James M*******, our advisor contacted Ms. ****’s extended warranty company to check for coverage and advised them of the part availability. At this point James advised the part had no eta and asked for rental coverage. The extended warranty offered up to one week due to the part delay. Ms. **** asked us for a loaner while waiting. We recommended contacting her selling dealer for loaner assistance. We also advised the limited loaners we have are committed to our guests that purchased vehicles from us. Our policy when selling a vehicle is that we will have a loaner for our guest when they are servicing. Our limited loaner fleet has been backed up over two weeks just for our purchasing customers.
  I was informed by Ms. **** that she called Westside Jaguar and was told the part in question was no longer going to be available. At this point the customer became very upset with Jaguar Land Rover of Solon stating we were giving her bad information and misleading her. She mentioned how other dealers she contacted gave her the same information. My response was that the part was not available at this time but was going to be produced.  A couple of days later I sent Ms. **** a press release from Jaguar Land Rover stating the TCU she needed was going into production sometime in October. I also stated that this is a press release and delays may still occur.      
  September 6th, I contacted Jaguar Land Rover for assistance with transportation. I was informed that they would assist with up to 40% off a rental vehicle @ $45.00 per day. This offer was made to Ms. **** on the same day.
  With the vehicle out of factory warranty and the concern not being a recall related repair the manufacturer is not at liberty to provide transportation. Unfortunately, currently with the demand so high for loaners, we just don’t have enough to satisfy all requests. 
  Scott *. S*******, Service Manager

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  First of all that is incorrect information regarding when the car was sent to Jaguar, I contacted Jaguar Solon and notified them that the car was on it's way and where it was coming from and why i was sending it there and they were to contact me once it arrived. This never happened I then contacted them because i had not heard from them for 2 days.  James Mc******* informed me that no one left him with information, and they were waiting on me to call.  I explained I gave all my information to another one of their service advisors but clearly he never relayed the information.  James Mc******* NEVER explained that the part was discontinued with no eta.  He said it was discontinued and we are waiting on the part to come in.  I found out after calling another dealer that there was no ETA which is why i was extremely upset and this was only after already waiting for over 4 weeks. James Mc******* only response to me is that "There is no update at this time for parts for your vehicle.  I asked but the part has been ordered correct he said yes it usually takes 3-4 days (max).  So after hearing that that sounds like we should be getting the parts soon.  Days went by and I text any idea when the parts will come his response no, no update at this time still waiting to get an eta on your back ordered part.  4 weeks of this same type of correspondence until i finally called another dealer and asked about the part and then he explained to me that there is no ETA and it was on an indefinite back order and the likelihood of me getting the part was never because the manufactur no longer makes the part.  Jaguar of Solon NEVER explained that to me instead they would have me believe we are just waiting on a part that is on its way, mind you I was initially told it usually takes 3-4 days (max) I have the text message to show this correspondence. Yes Scott S******* contacted me regarding a rental situation which is NOT a good option and he even admitted it would cost me thousands of dollars to rent a car even with them assisting with a 40% daily rental. Mind you this is also Sept 6 they have had my car well over a month at this point before THIS option was even offered. My warranty for the car covers 1 week of rental and as i explained to them i was not going to do the rental until they have the part because that would be a waste of money. As far as the loaner car, I am and should be considered their customer it should not matter that I didn't purchase my car from them, they told me to ask Mercedes Benz about a loaner since that's where i purchased the car and they also said well since we are not doing the work on the car we can't give a loaner Jaguar of Solon should provide the loaner especially with these circumstances and they had never heard of a dealer NOT giving a loaner especially when a part is on back order.  This is a Jaguar issue not a customer issue.  And their resolve is NOT acceptable to me.  The lack of proper communication is why this situation in addition to the fact that I haven't had a car for over 6 weeks is so upsetting. I feel like there has been a lot of deception knowingly or unknowingly on Jaguars part.  The same explanations that I've gotten from other dealerships on 1 call would have answered my question regarding the part and I might not have been so upset, frustrated but not so upset, but they would have me believe for 4 weeks that the part was on its way and that is deceptive.  The lack of concern with getting me a loaner further infuriates me with this situation and their rental car resolve is crazy and does not help me in anyway they need to come up with something else.

  
  Regards,
  
  ******* ****
  
  
  
  
   

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/27/23 my vehicle stalls (in Drive) off a busy road with no warning. My son and I could have been seriously injured. Vehicle is towed to Land Rover Solon and tech states timing chains broken and engine failure as a result of the broken chains. The cost to repair is thousands of dollars. Prior to this event, my car was in service 1/26/23 and 2/8/23 for a reoccurring check engine light. On 1/26/23 vehicle was being serviced under warranty for a headlight replacement as well as a check engine light. The tech performs a DTC analysis and says the exhaust injector needed to be cleaned. I pick up my vehicle and the check engine light comes on again as I'm driving home. I return my vehicle on 2/8/23. The tech claims he performed another DTC analysis to determine that a sensor required replacement. I paid for the sensor to be replaced. Weeks later my car stalls as a result of a timing chain failure. Over the last few months Land Rover is providing multiple estimates all of which are thousands of dollars to repair the vehicle. I've also asked for copies of the DTC reports from the 1/26/23 visit as well as the 2/8/23 visit. LandRover provided a DTC report for the 1/26/23 visit but would not provide a report for the 2/8/23 visit. I've asked for the 2/8/23 DTC report many times with no response until June. On, 6/13/23, the service manager Emily M****** emails me stating I must return loaner & that there is no record of the 2/8/23 DTC report and it is not available because they recently changed their system and the report could not be saved. Emily M****** is lying, the service department never conducted a DTC report on 2/8/23. The 1/26/23 DTC report does not indicate a sensor replacement. How does a service department not keep a record on an ongoing issue for a check engine light? Does Land Rover rely on service technician's memory who services many vehicles per day to maintain a service record? Car repair should be at the expense of Land Rover due to negligence.

  Business Response

  Date: 06/28/2023

  Customer called in on 3/27 to service department for vehicle shutting down on them. Emily M****** answered the call and verified everyone was safe and immediately reserved a loaner vehicle for the customer since they had no other form of transportation. Once the vehicle was towed in, it was inspected and verified that the timing chain snapped and damaged the engine resulting in needing new timing chains and engine.  Customer is out of warranty since they have 107,845 miles on the vehicle. When advised of the repair cost for an engine, the customer immediately blamed Land Rover as they believe something was defective with their vehicle. They contacted Land Rover demanding they pay for the repair; Land Rover agreed to 40% coverage of the repair leaving the remainder at 11,365.13 + tax. The customer immediately stated that they do not have the money and demanded the Land Rover decision get overturned for 100% coverage. It was declined by Land Rover.
  
  The customer then called Emily M****** stating that she owed too much on her vehicle and she could not afford the repairs – what should she do. Emily advised she can try insurance for catastrophic failure. The customer attempted insurance but it was declined since they did not have mechanical repair coverage. It was at that point that the customer started pointing fingers at Jaguar Land Rover Solon.
  
  The customer claimed the timing chains should have been inspected last time she was in. Customer was advised that timing chains are a covered component and cannot be inspected without removing several components and there would be a cost to just checking the chains. Checking timing chains is not a part of any required inspection, nor is it a common concern for her specific diesel vehicle. There are no bulletins, or special service messages from Land Rover regarding timing chain failure – all of that provided to Ms. ******. She came in twice for a check engine light, one repair had available codes sent to the customer showing no timing chain faults and only faults related to diesel exhaust functions (common in her vehicle). The second time the vehicle returned for a check engine light the main fault code was provided to Ms. ******, but the full list was not available. Jaguar Land Rover corporate was contacted in hopes they could pull all the codes so Ms. ****** could review to show there has been no hiding of information. Land Rover is unfortunately unable to do so. There is no requirement to save fault reports according to the state.
  
  Regardless of all the information provided to Ms. ******, she is still out of warranty (even during her past two check engine light repairs) and would have had to pay for the repair now or previously. She has been allowed to stay in the loaner vehicle provided on 3/27 until now even after threatening to sue Davis Automotive Group (the cost of the vehicle is $75/day that she is not being charged). The customer has stated multiple times that she cannot afford the repair and that is why she is seeking such aggressive measures.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 8th I dropped my car off the first time for a corrosion repair under warranty, and the quality of the work was so bad that I knew it would come back by Sept. They refused to show me any work orders / invoices, and I have texts from the owner Taylor D**** admitting the work wasn’t done correctly which is why they agreed to take it back again. Their service manager was very rude and condescending even though he said he knows nothing about bodywork. The second time they fixed it March 9th, he told me they didn’t even look at the repair to make sure it was good before calling me to pick it up. The repair was not done well, and it’s obvious the job was not completed correctly. Now they are refusing to fix it, and no other dealer wants to touch it because they already touched it. The owner lied to me about calling a bodyshop I know does quality work, that was ready to take my car in, and claims they refused to take my car in. Then a few minutes later he said he didn’t have a good relationship with them after I called him out for lying to my face. I have Taylors personal number with all pictures needed to show the work was not done properly. Doesn’t even look like they touched it the second time before calling me back, and I know they didn’t look at it because they told me. Their service advisor / manager also assaulted me simply because I asked to see my car before giving him the loaner keys. They had it in the back where lifts are, and not in the dome section outside. They polished my whole car, and tried to act like it was because they were being nice, when I’m reality they were trying to blend in the horrible bodywork. I knew when I locked it up the first time that I’d have to bring it back. After the second time repairing it, they refused to take it back after telling me they’d call me back after they figure it out. They can clearly see in the pictures that it’s not done correctly. Taylor has the pictures, and is playing dumb like I’m asking too much.

  Business Response

  Date: 04/05/2023

  ******* ****** first brought his vehicle in regarding this concern on 6/8/2022.  The concern voiced was that the vehicle had developments of rust on the rear quarter panel, on the edge.  The vehicle in question is a 2016 BMW 340i, with 80,290 miles at the time the repair order was opened.  BMWs come with a 12-year rust protection limited warranty.  The repair order in question, *******, states “CUSTOMER HAD VEHICLE INSPECTED FOR RUST PERFORATION WARRANTY AT BMW OF AKRON.  TSE INSPECTED AND PAINT WAS ORIGINAL WITH NO OUTSIDE INFLUENCE.”  This is saying that the vehicle was seen at BMW of Akron, our competitor in Akron, and the TSE (BMW NA employee who travels around shops verifying concerns) verified the paint was original, which is one of the requirements for the repair being covered under warranty.
  
  I would like to also disclose that Mr. ******’s vehicle is highly modified, with many aftermarket parts including wheel and tires that are sizes that are not approved by the manufacturer, lowered suspension, an engine tune, and a catalytic converter delete pipe, which is illegal and does not comply with emissions regulations.  Also, we were not aware at the time, but the reason the repair was not being done at BMW of Akron is that he was asked to not return due to disrespecting employees there and causing a scene constantly, which was corroborated by my current service manager who worked there during this time. 
  
  We agreed to repair the vehicle and provided Mr. ****** with a loaner vehicle – mind you, this all was of zero expense to Mr. ******.  The vehicle was repaired, and when he came to pick up the vehicle, he was not pleased with the work that was done.  The vehicle has 80,000 miles on it and Mr. ****** was expecting it to look like it had rolled off of the showroom floor.  In addition, the location of the rust could have been caused and exacerbated by the oversized tires and wheels and lowered suspension, which could have resulted in the tire “rubbing” the inner fender area.  Mr. ****** refused to take the vehicle, and would not give us the keys to our loaner vehicle, yelling at our assistant service manager and causing a scene.  He kept saying over and over how he was in bodywork and wanted to choose where to send the car – Mr. ****** was not paying for this to be done, and we reserved the right to send the vehicle to a body shop we trusted, and for a price that was approved by BMW NA. 
  
  Mr. ****** continued to voice his dissatisfaction, which we worked with him through.  The vehicle again went back for repair on 3/7/2023 (RO *******), again free of charge, and Mr. ****** was given a loaner vehicle to drive while the repairs were being done.  Mr. ****** was again dissatisfied with the repairs, and sent multiple texts to conveying this to the President of the company, Taylor D****.  Mr. D**** informed Mr. ****** that he felt BMW Cleveland had done everything it could for him, and it was clear we were not able to satisfy his expectations, and that he should have the repair done elsewhere.  BMW Cleveland is confident there has been no wrongdoing on our end, and we hope that the BBB understands this from the above recounting of the business relationship between the two parties.

  Customer Answer

  Date: 04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I had issues with e-mail so I was not able to reply to their response. My car is not that low doesn’t rub… First of all, the engineer they sent from BMW NA would have denied the claim immediately if my wheels rubbed. Secondly, BMW of Akron didn’t refuse to fix my car. I thought I could trust Taylor more to fix it since we had a personal relationship and now he’s just trying to screw me over. I have a good relationship with BMW of Akron. I can literally go talk to my many friends who are there. I also worked there, and know most of the staff. Taylor is lying about my car. I never expected it to be showroom perfect. I expected the work to be done correctly. They are the same spec as oem BMW 19in wheels with OEM size 255/35/19 tires. It is VERY obvious that Taylor D**** himself wrote this, and is trying to once again get over on someone instead of taking responsibility. I’m just asking for the panel to be painted and sealed correctly. The car is under warranty still and it shouldn’t matter if it has 80k miles if it’s still under warranty. I was given my car back a second time, with the paint cracked on the quarter panel before I even got in it. That’s the picture that is attached. The the rust came back which is why THEY AGREED to take it back a second time. As far as me “refusing to give the loaner keys back”. All I asked is for them to let me see my car because it only took them 24 hours to supposedly fix rust. The service manager tried to snatch the keys that were attached to my belt, and I did not call the cops on him for doing that or blocking me from seeing my car. When I came back, they were polishing the WHOLE car. It wasn’t because they were being nice. The paint work didn’t match, and they tried to blend it in. I told them when I got it that it would come back, and I pointed out how they taped from the bodyline down, and did not blend it correctly. I should have just called the cops then. They are defaming me. I had my stock wheels on since they fixed it…
  

  Regards,
  
  ******* ******
  
  
  
  
   

  Business Response

  Date: 04/14/2023

  There are many exaggerations and misstatements in Mr. ******’s response, but we do not wish to debate the facts further, as it is clear that is not a route that will benefit anyone involved. 
  
  Even though this technically should have been covered by BMW, we are willing to provide Mr. ****** $1,500 to have the repairs completed at a shop of Mr. ******’s choice, as it is clear that is what the customer would like.
  
  If Mr. ****** chooses to accept this, we ask that we can part ways in a professional manner and end our business relationship.    

  Customer Answer

  Date: 04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am not exaggerating anything at all. BMW North America agrees they dropped the ball, but told me I'd have to deal with the dealership. The work was CLEARLY not done correctly, and it is obvious that BMW Cleveland is not experienced with handling corrosion repairs. The bodyshop did not seem to care about their quality of work. They are offering $1,500 to fix it, but did not do $1,500 in work to my vehicle. I will not go to BMW Cleveland for anything else at this point, and I feel like they are only offering this because I could easily go after them for more with the documentation that I have. I am sad that the place I did my senior project and had a good relationship with just can't do the right thing. Then they try to lie to the BBB about BMW Akron banning me, my wheels rubbing, etc. Just looked a few new cars at BMW of Akron Saturday, but he claims I'm banned. They scratched my hood years ago, and i just dropped it because it wasn't worth ruining a relationship over. I don’t want to do business with someone who blames the customer for their mistakes. I was not asking for anything unreasonable. Taylor is not qualified to run the dealership, and that is very obvious to me since he took over for his dad. I know multiple people who have issues with their dealers, but did not know the correct steps to take.
  
  Regards,
  
  ******* ******
  
  

  
  

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sevice date: 11-18-22 Filed claim with ******* **** Contacted the merchant. Testing and verification by the manufacturer that the existing part is correct for the vehicle and is in good working order. Determined that BMW Cleveland fraudulentingly induced me to replace parts not needed through unethical selling practices. Video and audio evidence is archived. The desired outcome is to be refunded for the amount of the alternator, core charge and diagnostic cost that was not needed. Plus time and any additional amount supported by law.

  Business Response

  Date: 03/30/2023

  ****** ******* was in 11/18/22, RO *******. He called later with ******* *** on the phone stating that Bosch says the alternator was fine. We have video and technical evidence proving the alternator was over charging the vehicle. The simple answer is the OEM alternator that was recommended and installed has fixed the issue. I understand that Bosch says the alternator was operating correctly however it was not.
  
  The main concern that we usually have with aftermarket alternators is not the power and the ground, it's the communication line. I'm not sure if Bosch even has the ability to test communication. If they tested power and ground and think it works because of that, they would be wrong.
  
  John ********
  Service Manager
  
  Davis Automotive Group, Inc
  6135 Kruse Drive|
  Solon, OH 44139

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This email is regarding complaint #********.
  

  As indicated in the rejection, I am providing the additional information from Bosch which includes the test results on the alternator.   Please see attached email and test report.

  Feel free to contact me with any questions or comments you may have.

  Thank you for the efforts with this matter.

  
  

  Sincerely,

  
  

  ****** ******* *** ****** ***** *****  ******* ****** **** ***** ************ ******** ****** *******

  
  
  
  
   

  Business Response

  Date: 04/18/2023

  BMWs in general tend to have issues with aftermarket alternators.  I’ve seen it many times at this point.  Power and ground function, but the communication line does not.  We tested the alternator that was installed, and it was not working correctly.  We installed a BMW alternator, and now the vehicle is working correctly.  I can list part numbers that supposedly go to the vehicle from any parts store, but they still should not be installed because there are issues with communication when they are installed.  We don’t tear apart the old alternators to try to determine why they don’t function or whether they were remanufactured incorrectly.  Again, the BMW alternator solved the issue.
  
  
  John ********
  Service Manager

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  This is the first time that BMW Cleveland has stated "communication line".

  What is a communication line? 

  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was getting my car serviced at the dealership AGAIN, but this time for some brakes. They sent me a video telling me all the things that was wrong with my car besides the brakes. The video stated I needed a timing chain replacement. However, I had just got this service done 11/02/2020 and it cost me five thousand dollars. When I my asked why I needed this repair again, they replied? I had this same service done at this dealership and now they are saying I need it done again. They looked it up in the computer and saw I had it done and changed the story. I proceeded to ask for all of the services I had gotten done there. When I came in to speak to the service advisor Brandon and the tech Brian, they told me they were out to lunch because I wanted to know why they were being dishonest. Brandon even told me one of the chains were broken and that was the noise that they had heard. I told them I would wait until they came back from lunch. Brian on the other hand was not at lunch and they lied to me. I told the front desk clerk I needed to retrieve something from my vehicle while I was waiting and she had the guy who washed my car hand me the keys. As I got into the car, with my door still open reaching to the passenger side a lady came out screaming at me stating that I could not leave without paying and that I needed to come back inside to pay as if I was stealing! Not only are they taking advantage of me because I just paid for some vans solenoids that they said had to be cleaned in august, and I ended up going back in October to pay to get them replaced and today they told me the five thousand dollar job I got done in November 2022, I needed it done again until we mentioned we just got them done a little over two years ago. I have been taken advantage of and accused of stealing. I was racial profiled against with her running up to me asking me why was I leaving without paying and the garage door was closed. So what was I gonna do, drive through the garage door?

  Business Response

  Date: 12/16/2022

  We spoke with our service manager, John ******** about this complaint, and this is his response:
  
  "The tech noted the customer had a whining noise coming from the vehicle when pressing the accelerator.  It sounded like timing chain whine, and being an N20 motor (class action suit for the chains), the technician believed that was the issue.  After the customer let the advisor know they had been done already, the advisor and technician discussed it.  From there the technician used a stethoscope to hunt around to pin point the noise and was able to determine it was actually the turbo charger causing the whining noise.  I spoke with the customer at pickup and brought the technician in to speak with her as well.  He explained that to her in a bit more depth than what the advisor had likely said over the telephone.  The noises are similar and the vehicle was not brought in for that concern, the tech was just noting it as something of which to be aware. 
  
  As far as the pickup went, I did apologize to her as someone did run out to her.  The customer brought a firearm onto the premises and had asked the receptionist for the keys so that she could put “something” into her vehicle.  The customer told me what it was but did not tell the receptionist.  Another employee went out and told her she still needed to pay.  From what I am told of others that heard the interaction, the “screaming” part is untrue.  There was a person on 11/28 that took off without paying, so the employee was looking out.  I am confident she did not tell the woman that she was stealing.  Obviously the garage door is motion sensing, anyone can just drive out.

  
  She asked for an explanation as to why the error of what sound her vehicle was making occurred, but she already got one directly from the technician himself."

   

  In response to the allegations from the customer of racial profiling - we are a proudly diverse family owned business that has been in operation for over 30 years.  We take these allegations seriously - but we feel these are absolutely untrue and unjust.  I hope this adds clarity in the resolution of the complaint from the customer.  
  
  

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 29,2022 I purchased a 2023 Land Rover Defender, at the time of purchase, I also purchased ceramic coating and the extended warranty 84M/100K . My vehicle was in their shop from July 18-26,2022 while in the shop they failed to inform me on Friday that the subcontractors could not install the decal and ceramic coating until the following week. July 26,2022 @7:30 a.m. I picked my vehicle. July 27,2022 I sent an email requesting my refund for the ceramic coating and to cancel my extended warranty Ryan emailed me back stating he had submitted the cancellation for $5,163 and it takes 45 days for a refund, he stated he could give me back my ceramic coating $1995 immediately and he was waiting to hear from the comptroller if he can refund my taxes of $572 . July28 2022 Ryan emailed me "Taxes are not refundable, there is nothing I can do further. Also, since you have threatened legal action, at this point I must cease communication with you." The matter then was tossed to Milton ***** General sales manager who stated that both checks were sent with taxes refunded the extended warranty $5,5176.40 to my bank in **********, Virginia and to my post office box in ********* ,**** on August 3,2022 for $2154.60. My bank received their check on August 8,2022 in 11 days not 45 days for the extended warranty . I requested Milton cut me a new check, August 11,2002 email @5:47 a.m. from Milton ."If the check is lost only then will they reprocess a check. USPS cannot track a letter without tracking Milton stated no tracking is available on the USPS letter. I went to the dealership on August 11,2022 to ask Milton to cut me a check, because I was recording, Milton declined to speak to me. By the time I made it home, Jim *********, General manager, sent me an email BANNING me from the dealership and any communication with staff. I do not believe this dealership. They have told me untruths before ,taxes and not refundable and it takes 45 days to process a warranty .

  Business Response

  Date: 08/16/2022

  Good Afternoon

                               I am responding to the complaint filed against the Davis Automotive Group / Land Rover Solon. The ID # is ******** and the clients name is ******** *** ******. Ms. ****** purchased a Land Rover Defender on or about 6/29/2022. While signing her legal documents our business manager offered an extension of her warranty as well as a ceramic coating which she decided to purchase. On or around the middle of July Ms. ****** decided to cancel both items she purchased. The cost of the warranty was $5,163.00 plus 8% tax of $413.04 which equals $5,5176.40. When you cancel a warranty, the cancelation takes up to 45 days for the dealership to receive the funds from the warranty company which Ms. ****** was told. The dealership normally does not cut a check for funds that have not been received however, an exception was made on Ms. ******** behalf. The ceramic coating that was purchased had a cost of $1,995.00 plus the 8% sales tax of $159.60 which totaled $2,154.60. This check was also cut on 8/3/2022 and sent the previous day. Both checks were sent USPS to addresses that Ms. ****** provided to the dealership. The check for $2,154.60 HAD to be sent to a P.O. BOX even though we requested to Fed-Ex the check certified with signature which she chose not to have done. We cannot Fed-EX to a P.O. Box. The taxes that Ms. ****** were returned in the amount of both checks which are attached to this e-mail. Due to Ms. ******** actions and false allegations towards employees and to the dealership Ms. ****** has been banned from the property and speaking with all employees who work for the Davis Automotive Group. If you would like to be the liaison between Ms. ****** and the dealership than you can let us know if she received the $2,154.60 check. If she states she has not than we will verify the check has not been cashed and submit a cancellation for that check and submit another check but we only Fed-Ex the check to a physical address and have it signed for. We will not send it to a PO BOX.

   

  Please let me know if you have any additional questions.

   

  Jim *********

  Centre Manager

  Jaguar & Land Rover Solon | 6137 Kruse Drive | Solon, OH 44139

  O: (440) 914-8225 |  F: (440) 542-0700

  ******************************

  Customer Answer

  Date: 08/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note at no time did the business offer to FedEx me a check

  . I requested they cut me a new check  when I picked up my parts  and they declined until they had proof from a non trackable letter they claimed they sent USPS. There are no emails that show they offered to Fed Ex me a check nor was I calling them speaking with them on the phone during this time. 

  
  

  Fed  Ex  my check to 

  **** *** **** ********* *******  ** *****  
  
  Regards,
  
  ******** *** ******